Nordic Valley Ski Resort — Attraction in Four Corners States

I was excited to try out Nordic Valley this year as a great place for my kids to learn. It has been fun for us, and I was happily telling people to give it a chance after a rough year last year with their lodge burning down. Communication was hard around tickets, though, with not getting timely responses. I had tried to return a ticket for a refund and didn't get a response quickly, so followed up and then someone helped me with the return. Then later, I tried to do the same with another day when we had a conflict come up and couldn't use pre-purchased tickets. I e-mailed about getting a refund and expected it to happen like it had the first time. The ticket staff told me that you only have 48 hours after purchase to request and obtain a refund. However, the time before that they had refunded my ticket, it had not been within 48 hours, but had been about 5 days later, so I thought their policy meant that you could get a full refund as long as you requested it 48 hours before the day you would use the tickets. Guest services informed me of their correct policy, even though they didn't follow it previously, and refused to budge on giving me any credit or anything for the day that had already long passed. When I had originally e-mailed asking for the refund, it would have been nice if someone had replied to let me know that I couldn't get a refund so that I could have still tried to use the tickets. I just assumed that they were slow processing it since they had been slow processing my first refund. But there was no communication from them about not getting the refund, and now they are refusing to give any kind of credit, refund or anything. I'm amazed that they would treat a first time customer this way. Poor communication, poor implementation of their policies with following sometimes and other times not, and poor treatment of a new customer. Definitely not the best way to increase customer base. I'll be very careful in the future before purchasing any tickets if I purchase any more tickets, and won't be so eager to recommend Nordic Valley to others. I'll have to update those I have recommended it to about my latest experience, to warn them.

Update: I did eventually get credit issued from Guest Services after letting them know a friend was waiting to purchase tickets depending on if we could go with them again using the credit. I got a quicker response I guess when they realized an opportunity for more revenue. I do still plan to have my kids ski at Nordic Valley next year, and understand much better now how things work with tickets, but it would help if they improved their customer communication and customer service. I probably won't get tickets very much or ski as well with my kids simply due...

I ski for a living, have skied at hundreds of resorts and I have never been treated so poorly by customer service. I want to start by saying the skiing was fun and most employees were great especially Marshall but the HR woman, Teresa, was unbelievably rude to all of my friends and I.

My friends and I (8 professional skiers) called in advance to check ticket prices because there was so much varying info on Instagram, their website and Facebook that we didn’t know what was true. We were told by an employee on the phone that in exchange for sharing Instagram posts, taking pictures and spreading positive word about Nordic Valley we could get discounted tickets for the day. This was CONFIRMED multiple times because we had a 2 hour drive to get there and we wanted to make sure. Upon arrival, we went to get our tickets and told Teresa about our phone call with one of her employees and she REFUSED to give us discounted tickets and honor her employee’s word even though that specific employee admitted to Teresa she authorized discounts for us. After that, two employees that knew who we were wanted to help us out and give us their 8 “friends and family” discount tickets that they’re allowed to give to anyone they want and Teresa said “absolutely not” even though the employees are allowed to give to whoever they want whenever they want. There was also a $20 online “purchase in advance ticket” that we tried to purchase from the Nordic Valley website two nights before but the website was malfunctioning and wouldn’t let us purchase. I also showed her a video I took of their website not working while trying to purchase this $20 ticket and she did not care at all. We were very kind and just going off the word we were given on the phone by a Nordic Valley employee but Teresa completely shut us down, would not work with us at all, would not let us use the other employees “friends and family” discount tickets even though they gave them to us and then told us we could “pay full price or leave”.

Spending the money wasn’t the issue it was the fact that she was SO RUDE and wouldn’t honor the employee’s word after confirming multiple times over the phone that it would be no problem to give us discounted tickets. If we weren’t mislead we just wouldn’t have driven 2 hours to spend literally DOUBLE the money we were told. None of us will be returning to Nordic Valley or telling anyone to go there until this...

Due to the recent fire in January we did not have a good experience at all. We're from Texas and flew in the day before it happened. We were scheduled with our prepaid lift tickets to go the day after the fire broke out. Needless to say but the 5 of us were very bummed out about it as with many other people. However we couldn't get in touch with anyone the entire time we were there on our 1 week trip to Utah. No one ever responded to our calls or emails. Luckily we found another ski resort in Logan Utah called Beaver Mountain that we fortunately were able to get to at last minute. Turned out to be a good mountain to ski/snowboard for some newbies that we had with us. Furthermore we tried for weeks even a couple of months after returning back to Texas to talk to anyone from the resort. We finally received an email reply that stated that we had credit. No one ever replied to our concerns for a refund. We were only given credit for 1 of the 2 days of our advance purchase. We prepaid for 2 days and only received an email for credit for 1 day. We sent back an email response that we weren't able to fly back to use our 1 day credit by April. Yes, they only gave us credit until April of the same year. Beings that were from another State that was near impossible to do for all of us nor would I want to spend that kind of money for us all to go back to use that credit up. I explained my concerns and never heard back. No reply email no phone call. I understand the fire was devastating to their business but not replying, responding, or offering full refund to their customers due to circumstances out of anyone's control is not good business practices. Especially out of State customers who can't just hop on a plane to go back to use up the credit in a few short months. The sad part is that we really liked Nordic Valley previous to this experience. It's a great beginner to intermediate ski resort with fair prices considering the other resorts in Utah. I mean, I do understand credit maybe if we couldn't make it of our own unforseen misfortune but even then at least give a 1 or 2 year credit to the out of state people, but 4 months... that's insane. If someone would've just sent a response email to our concerns or a phone call for a resolve and come to a mutual agreement it would've definitely prevented a...